Provides a detailed explanation of all general, hardware, software and network requirements for a successful installation of the ACC. Please only reference the tab for the component you wish to install.

Provides tests and checks to perform in order to validate that the component has been successfully installed and configured. These should always be performed after a new install or upgrade to confirm functionality.

How to guide for gathering ACC logs. These logs will be needed if you run into any issues with the ACC during or after an install or upgrade. It will also help our support team assist you more quickly if these are provided up front.

This forum provides resolutions to common issues and error messages that are encountered during an ACC install. Please be sure to gather logs prior to beginning troubleshooting.

Install Validation

The following steps should be performed after an ACC install or On Premise upgrade to confirm ACC and Directory Services have been successfully installed/updated. If you encounter issues at any point during validation, please proceed to the ACC Logs and Install Troubleshooting sections.

Validation Step

Actions

Expected Results

Step 1 - Ensure Service has Started

On the ACC server, confirm the AirWatch Cloud Connector and AirWatch Diagnostic services have started

In your browser, browse to your console URL (CNXXX.awmdm.com) and log in using a AD admin account.

Login is successful.

Step 3 - Enroll a Directory User

On your device, enroll using directory credentials

Enrollment is successful.

ACC Logs

The following article provides information on how and when to collect and verbose logs related to the AirWatch Cloud Connector.

Verbosed ACC logs are used to troubleshoot any ACC related issues. It will not only show what process fails but also the errors that come with the failure. Please gather these logs if you are having an ACC issue or are planning on opening a support ticket.

1. Open Windows Explorer on the ACC server and browse to the \AirWatch\CloudConnector\ folder. 2. Note the presence of two folders: Bank1 and Bank2. Open each Bank folder and sort the file list by date modified. Compare the most recent date modified in each file. The current bank file has the most recent date modified. Every time the Cloud Connector software is updated, the update is applied to the inactive bank folder. The updated bank folder then becomes the active bank folder. 3. Within the current bank folder (\AirWatch\CloudConnector\Bank#), open the CloudConnector.exe.config file and change the level value in the "loggingConfiguration" from error to verbose and save the file. 4. After reproducing the error, open Windows Explorer on the ACC server and browse to the \AirWatch\Logs\ directory. Copy the appropriate log to a new location for use in support/troubleshooting. 5. Be sure to change the loggingConfiguration level value from verbose to error and save the file to prevent unnecessary impact to the ACC server.